Returns & Buyer Protection

Every item on Penthouse Thrift is pre-loved and one of a kind, sold closet to closet by another person. That's why we don't take returns for a change of mind, fit or size preference.

Before you buy, check the listing's tagged size, measurements, photos and condition notes against a piece you already own that fits well. If something isn't clear, ask the seller a question from the listing first.

You're covered if your item arrives:

• damaged in a way the listing didn't show,
• significantly different from the listing (wrong item, wrong size, measurements clearly off, or flaws that weren't disclosed), or
• with a genuine concern about authenticity.

Open a claim within 3 days (72 hours) of delivery and before you tap Confirm Receipt. The seller's payment is held during that window, and it stays on hold while we review your claim.

Once you confirm receipt, or 72 hours after delivery pass, the payment is released to the seller and the sale is complete.

1. Go to Order History and find the order.
2. Tap Report Issue.
3. Tell us what's wrong and add clear photos (the item, any damage, tags and the shipping label).

Keep the item and its packaging exactly as received while we review. If you need help, open Support Chat (the question-mark icon at the top of any page) and tap Talk to the founder.

Terrell, our founder, personally reviews every claim: the listing, your photos and the seller's side. If your claim is approved, you're refunded, and if we need the item back we'll send you return instructions. If it isn't approved, the payment is released to the seller and we'll explain why.

Describe every item honestly: tagged size, real measurements, and every flaw in the photos and notes. Accurate listings are what keep claims rare and payouts fast. While a claim is open your payment for that order is on hold, and if the claim is approved the sale is cancelled and the buyer is refunded.